Decent product, getting better.
April 24, 2020
Decent product, getting better.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
IT support desk - used by our (one) department, company wide. Primarily used for incidents, service catalog and change management.
- Sorting and filtering of pending incidents.
- Good flexibility in creating templates for service catalog items.
- Recent improvements in real-time update make the use better/easier.
- Generally a steady flow of improvements over the last year or so have enhanced usability.
- Categories, sub-categories, sub-sub-categories.
- Tailoring form and field display.
- Control and segregation of incident fields separately from service catalog fields.
- Reports module - although I gave up on it and haven't looked recently.
- It has served us well in maintaining a handle on outstanding user needs.
- It has encouraged conformance to SLAs resulting in better response times.
- It requires more investment in time for many refinements beyond the basic ticket handling than seems worthwhile.
We chose Samanage Service Desk to provide a more flexible and cloud based application.
Do you think SolarWinds Service Desk (SSD) delivers good value for the price?
Yes
Are you happy with SolarWinds Service Desk (SSD)'s feature set?
Yes
Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?
No
Did implementation of SolarWinds Service Desk (SSD) go as expected?
Yes
Would you buy SolarWinds Service Desk (SSD) again?
Yes